최소 단어 이상 선택하여야 합니다.
최대 10 단어까지만 선택 가능합니다.
다음과 같은 기능을 한번의 로그인으로 사용 할 수 있습니다.
NTIS 바로가기品質經營學會誌 = Journal of Korean society for quality management, v.41 no.4, 2013년, pp.527 - 539
류문찬 (고려대학교 경상대학 경영학부) , 신지연 (고려대학교 경영정보대학원)
Purpose: Methods for increasing health-care service quality are considered for a women-centered hospital located on a local city. A walk-through audit is applied to uncover areas for improvement. Methods: A survey questionnaire with 25 questions is constructed based on a service blueprint for a walk...
* AI 자동 식별 결과로 적합하지 않은 문장이 있을 수 있으니, 이용에 유의하시기 바랍니다.
핵심어 | 질문 | 논문에서 추출한 답변 |
---|---|---|
순차적 사건기법의 목적은? | 순차적 사건기법(sequential incident technique; SIT) (Stauss 1993)은 서비스 청사진법과 중요사건 기법(critical incident technique)을 결합한 기법으로 고객서비스 문제의 탐지를 목적으로 한다. 이 기법에서는 서비스 청사진을 이용하여 고객에게 서비스 접점에서의 경험에 대한 설명을 요청하게 된다. | |
SERVQUAL의 요소 중 재방문의도에 영향을 주는 요소는? | 이 중 Han et al(2007)에 의하면 서비스품질의 5가지 차원이 환자충성도에 모두 긍정적인 영향을 주는데, 그 중에서도 확신성(assurance)이 가장 큰 영향을 주고 고객만족은 고객충성도에도 긍정적인 영향을 미친다고 한다. Kim et al(2011)은 의료기관 이용고객의 재방문의도와 구전효과에 중요한 품질요인에 관하여 연구를 하였는데, SERVQUAL의 요소 중 재방문의도에 영향을 주는 것은 확신성, 대응성, 유형성이고, 구전효과와 관련된 요소는 공감성과 확신성임을 확인하였다. Roh et al(2013)은 서비스만족에 영향을 주는 요소에서 입원환자와 외래환자 간에 차이가 있음을 밝히고, 입원환자의 경우 병원인지도가, 외래환자의 경우 의료진의 우수성, 병원의 편의시설과 환경, 친절, 인지도 및 행정절차 등 다양한 요소가 영향을 주는 것으로 파악하고 있다. | |
고속철도의 개통 이후 서울 지역 종합 전문 요양기관의 암환자 진료비중이 증가한 까닭은? | 2004년 고속철도의 개통 이후 서울 지역 종합 전문 요양기관의 암환자 진료비중이 증가하였다. 지방 거주 환자가 서울지역의 종합병원을 이용하는 비중이 커지게된 때문인데, 이는 고속철도의 개통이 원거리 병원 이용에 소요되는 교통비용, 시간비용, 숙박비용 등 제반 비용 부담이 작아져서 의료서비스를 받기 위한 직접 이동이 활성화된 결과로 보고 있다(Kim et al. 2010). |
Chen, Hsiang R., and Cheng, Bor-Wen. 2012. "Applying the ISO 9001 Process Approach and Service Blueprint to Hospital Management Systems." The TQM Journal 24(5):418-432.
Choung, Eun-Mi, and Cho, Min-Ho. 2009. "Customer Dissatisfaction Analysis of In-flight Service through Service Fail Points employing Service Blueprint." Korea Academic Society of Hotel Administration 18:267-286.
Chuang, Pao-Tiao. 2007. "Combining Service Blueprint and FMEA for Service Design." The Service Industries Journal 27:91-104.
Eiriz, Vasco, and Figueiredo, Jose Antonio. 2005. "Quality Evaluation in Health Care Services Based on Customer-Provider Relationships." International Journal of Health Care Quality Assurance 18:404-412.
Fitzsimmons, James A., and Fitzsimmons, Mona J. 2011. Service Management: Operations, Strategy and Information Technology, 7th ed. New York: McGraw-Hill.
Fitzsimmons, James A., and Maurer, Gavin B. 1991. "A Walk-through Audit to Improve Restaurant Performance."The Cornell Hotel and Restaurant Administration Quarterly 31(4):95-99.
Han, Sang-Sook, In-Sun Son, Ja-Chul Gu, and Sang-Chul Lee. 2007. "The Study on the Effect of Health Care Service Quality upon Customer Loyalty : Based upon SERVPERF." Journal of Korean Society for Quality Management 35:61-72.
Hume, Margee, Mort, Gillian S., Liesch, Peter W., and Winzar, Hume. 2006. "Understanding Service Experience in Non-Profit Performing Arts: Implications for Operations and Service Management." Journal of Operations Management 24:304-324.
Johnston, Robert. 1999. "Service Transaction Analysis: Assessing and Improving the Customer's Experience." Managing Service Quality 9(2):102-109.
Kim, Jin-Hyun, lee, Jae-Hee, and Lee, Jin-Hee. 2010. "Changes in Healthcare Utilizations of Cancer Patients since the Launch of KTX."Journal Of The Korean Society For Railway 13(2):236-243.
Kim, Kwon-Soo. 2003. "The Service Map of Food & Beverage Department in Hotel." Journal of Tourism Policy 9(2):39-57.
Kim, Kyoung-Hwan, Chang, Young-Il, and Chung, You-Soo. 2011. "A Study on Revisiting Intentions of Medical Institution Customers and Service Quality Factors Influencing Word-of-Mouth Effect." Journal of Korean Society for Quality Management 38:15-23.
Kingman-Brundage, Jane. 1991. "Technology, Design and Service Quality." International Journal of Service Industry Management 2:47-59.
Kingman-Brundage, Jane., George, William R., and Bowen, David E. 1995. "Service logic: Achieving Service System Integration."International Journal of Service Industry Management 6(4):20-39.
Koljonen, Elsa L. L., and Reid, Richard A. 2000. "Walk-through Audit Provides Focus for Service Improvements for Hong Kong Law Firm." Managing Service Quality 10(1)1:32-46.
Ku, Yeong-Ae, Han, Yong-Jun, and Ahn, Sung-Sik. 2011. "A Study on Evaluation over Medical Services and Its Improving Methods in the General Hospital- Focusing on Inpatients and Outpatients in K University Hospital." The Academy of Customer Satisfaction Management 13:103-128.
Lee, Geun-Chan, Kwon, Soon-Man, and You, Myoung-Soon. 2011. "Local Residents' Perceived Service Quality Between Their Residential Area And Seoul-Area Large Hospitals." The Korean Journal of Health Economics and Policy 17:1-23.
Lee, Hyejun, Lee, Dong Il, and Yong, Zhang. 2011. "Service Failure Management on Internet Shopping Environment by Combining Service Blueprint and FMEA." Journal of Korean Society for Quality Management 39:217-233.
Lee, Jimin, Kim, Youn Sung, and Lee, Dongwon. 2010. "Analyzing the Service Blueprint for Aircraft Cabin Service." Journal of Korean Society for Quality Management 38:593-600.
Lee, Sang-Shik. 2010. "Walk-through Audit For Enhancing Total Customer Experience: The Case of Full Service Restaurant." International Journal of Business Research 10:141-146.
Lee, Sang-Shik, Lee, Hyung-Mok, and Kwon, Min-Jin. 2012. "Walk-through Audit(WtA) for Successful Customer Experience Management(CEM): Case Study on a Coffee Shop."Journal of the Korean Academic Association of Business Administration 25:529-543.
Liu, Jiexin, Bellamy, Gail R., and McCormick, Mellissa. 2007. "Patient Bypass Behavior and Critical Access Hospitals: Implications for Patient Retention."The Journal of Rural Health 23(1):17-24.
Martilla, John A., and James, John C. 1977. "Importance-Performance analysis." Journal of Marketing 41(1):77-79.
Oh, Byeoung Kwan, and Choi, Hwang Gyu. 2009. "The Classification of the Service Quality Elements in the Hospital Using the Kano Model." Korean Journal of Hospital Management 14:88-102.
Paquet, Catherine, St-Arnaud-McKenzie, Danielle, Ferland, Guylaine, and Dube, Laurette. 2003. "A Blueprint-Based Case Study Analysis of Nutrition Services Provided in a Mid-term Care Facility for the Elderly."Journal of the American Dietetic Association 103(3):363-368.
Park, Geun-Wan, and Park, Kwangtae. 2008. "A Study on the Improvement of Hospital Service Using Service Blueprint." Journal of the Korea Society of IT Services 7:223-242.
Rasila, Heidi M., Rothe, Peggie, and Nenonen, Suvi. 2009. "Workplace Experience- a Journey Through a Business Park." Facilities 27:486-496.
Rho, Mi Jung, Suh, Won S., and Kwon, Jin. 2013. "Medical Service Factors Associated with Patient Satisfaction: The Difference between Inpatient and Outpatient of a Medium-sized Hospital." Journal of Digital Policy & Management 11:331-339.
Rodie, Amy R., Pol, Louis G., Crabtree, Benjamin F., and McIlvain, Helen E. 1999. "Assessing Quality as Pressure Mounts for Clinics to Deliver Quality, Medical Practice Blueprints and Genograms Serve as Useful Tools." Marketing Health Services 19(2):16-24.
Rowley, Jennifer. 1999. "Measuring Total Customer Experience in Museums." International Journal of Contemporary Hospitality Management 11(6):303-308.
Shostack, G. Lynn. 1984. "Designing Services That Deliver." Harvard Business Review 62(1):133-40.
Stauss, Bernd. 1993. "Service Problem Deployment: Transformation of Problem Information into Problem Prevention Activities." International Journal of Service Industry Management 4:41-62.
Tai, Wan-Tzu C., Porell, Frank W., and Adams, E. Kathleen. 2004. "Hospital Choice of Rural Medicare Beneficiaries: Patient, Hospital Attributes, and the Patient-Physician Relationship." Health Services Research 39(6):1903-1922.
Torres, E. Joseph, and Guo, Kristina L. 2004. "Quality Improvement Techniques to Improve Patient Satisfaction." International Journal of Health Care Quality Assurance 17(6):334-338.
Tseng, Mitchell M., Qinhai, Ma, and Su, Chuan-Jun. 1999. "Mapping Customer's Service Experience for Operations Improvement." Business Process Management Journal 5(1):50-64.
Youn, Kyung-Il. 2009. "An application of Important-Performance Analysis to Set the Service Improvement Priority in Hospital." Korean Journal of Hospital Management 14:21-40.
※ AI-Helper는 부적절한 답변을 할 수 있습니다.